Consumer Expectation Is Everything


I just went to Sainsbury’s and bought a sandwich. Not exactly a newsworthy event in its self but as I was exchanging coin, something struck me.

The chap that served me was polite, cheerful and gave off a generally good vibe. At first I felt refreshed by this but I thought about it a little more and realised that being refreshed by this isn’t a good thing… Or is it?

The problem is that I go to Sainsbury’s and I expect crappy customer service because that’s what I usually get. Good customer service is not the norm and it should be.

So while it’s great that this one individual exceeeded my expectations, it’s bad that my expectations are so low.

Make of that what you will but I think it says quite a lot about consumer expectation.

The sandwich wasn’t bad either.